Customer Service Rep. – Matgr

Customer claim management
Customer claim Management involves:
Receiving Claims and requirements
• Resolve customer complaints via phone, email.
• Greet customers warmly and asking about reason for calling (Read from scripts).
• Listen to customer's needs and concerns, and provide answers or responses.
• Open tickets on ERP system to place orders, refunds, or exchanges.
• Refer and delegate customers to Manager, Technical Support or others who can help.
Tracing claims and requirements
• Working closely with service dep. to Schedule reservations, Confirm existing appointments and reschedule missed.
• Prepare quotations, visits announcement and Reservation requests. follow up to get confirmations from customers.
• Tracking Services through the workshop and Mobile Service Team.
• Tracking the Shipments and delivery through the warehouse and Workshop.
• Work with customer service manager to ensure proper customer service is being delivered.
Financial Tasks
• Prepare Quotations, Contracts, Calculate estimated costs and time, and payments method.
• Oversee billing, Payments and maintain financial records.
Customers Lead
• Effectively communicate to the customer on the timeline of repair and maintenance.
• Advise customers on the value of maintenance in accordance with the manufacture’s specifications.
• Establish and maintain strong positive working relationships and loyalty with customers to encourage repeat and referral business allowing for long-term clientele.
Data Management
Data Management involves:
• Update and verify accounts information such as personal information and payment information.
• Provide information about products, Models, All major services, warranties or terms of sale.
• Record details of all actions taken.
Periodically Reports
Periodically Reports involves:
• Monthly Sales and sales lost Report.
• Monthly Department productivity Report.
• Monthly Customers feedback and Service level.
• Monthly Payments status.
• Monthly promotion plan and marketing activates.
• Periodical Training needs analysis.
(All of the above reports must be presented to CFO within 10 days from month closing)

Job Details

Date Posted: 2017-11-07
Job Role: Customer Service and Call Center
Company Industry: Automotive

Preferred Candidate

Career Level: Management

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